Why You Should Thank Your Customers Always
After a brand successfully converts a prospect or lead to customers, most just add the numbers to their statistics, give their marketers bonuses and continue hunting for new prospects and leads.
A Lot of organizations fail to realize that the real work begins, when they win new customers, these customers must be serviced and engaged from time to time throughout their life cycles with the organization.
As more organizations realize that the customer’s experience is the new competitive factor, it is important that this experience is made as positive as possible. One very easy way to achieve this is by showing the customers appreciation.
The need for appreciation is a human thing, people will feel taken for granted when they are not appreciated for things that they do. Customers are people, and they will feel the same way when an organization fails to show appreciation. Here are 5 reasons why you should thank your customers
#1. It Indicates That You Appreciate Their Choice
Thanking your customers signals that your organization recognizes that there were other choices (competition) and the organization appreciates that the customers choose/preferred it among all the others. It is a subtle way of saying –
we acknowledge that you could have gone to other stores/hotels/banks but you came to us and we’re grateful for that.
#2. It Makes Your Customers Feel Valued
When people are appreciated for something that they did, it makes them feel valued. According to this post by Alex McEachern:
“The easiest way to make a customer feel valued and part of a two-way relationship is to continually thank them for their business and loyalty. You will be glad you did, you may even create a couple brand advocates”
Simply hearing “Thank you” makes customers valued, like they have been able to do something good for the organization, and they appreciate it -This makes the customer feel good about themselves, and even more likely to come back.
#3. It Is a Sign of Respect
Appreciating customers is a sign of respect. It communicates to the customer that they are an important part of your business and you respect the time, effort and decisions they have made, leading up to the moment of the interaction.
Being polite by saying thank you to your customers is an act of humility. The respect here is real, not forced, for you to recognize that that they truly matter to the organization’s success.
#4. Making Customers Feel Good is Profitable
This does not mean that saying thank you automatically creates profits, it simply means that it makes people more willing to do something for you again in the future – they will be more willing to patronize again.
The more customers feel good about their experience with a brand/organization they are more likely they are to come back and make referrals. Organizations that make their customers feel valued and respected are likely to be more profitable than their peers.
#5. It Improves Perception of Your Brand
Remember that “The customer’s perception is your reality”.
No matter how good or cheap an organization’s products is, it’s future success depends principally on how good it’s customers think they are in rendering their services and interacting with them.
The customers’ perception of a brand will also improve when they feel valued, respected and appreciated. Positive brand perception is critical in getting those trusted words of mouth referrals that boost an organization’s customer base.
Ways To Thank Customers
Now that i have given reasons why organizations should thank their customers, how do they go about it? I will be listing 2 articles that be helpful in creating ideas on various ways you can thank your customers;
- 25 Ways to Thank Your Customers – Gregory Ciotti
- 12 Ways To Thank Your Customers Without Breaking The Bank – Barry Moltz
Also,
- Even when customers do not make a purchase, appreciate them for taking the time to visit your business
- Even when customers come to complain, appreciate them for taking the time to let you know where you’re not leaving up to expectation
Thank them for those referrals that made, which you don’t know about most of the time. Let it be a standard in your organization, train employees on the importance of thanking the customers and also embed it across touch-points; on receipts self-service screens, mobile apps, social media, and website.
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The appreciation package was well treated. From tym to tym customers will equally appreciate small gift items given to as them as souvenirs or promo items. Ranging from umbrellas to key holders, drinking mugs, even branded pens etc
Kudos to u dear.
Thank you for your comment Caroline. Gift items are another great way to appreciate customers
Kelechi, well articulated. One can make a business case for gratitude which in our competitive and uncertain business environment makes one stand out. The biggest challenge is ensuring that this goes beyond the corporate level to the very front line officers who deliver this service. My customer service of an airline has seen me never refer or recommend them to anyone even though the airline ticket booking staff had one of the best smiles. After my experience, I can understand why business need to bring everyone on-board. This experience echoes Richard Branson’s approach. Take care of your customers and they will take care of your business. If this is achieved, the business can take care if the staff.
Thank you John-paul for your comment. From what i have learned over time –
If businesses take care of staff – they will take care of customers – who take care of the business.
This creates a profitable cycle, but employees must be engaged for it to happen.
Well put together! No doubt customers feel valued when appreciated. I once got a birthday message from a bank some years back when it was not a norm with most banks and organizations. I cannot explain how important the SMS made me feel. You know what? I encouraged tons of people to bank with them.
Thank you Wendy for sharing your experience. It pays to appreciate your customers